We aim to deliver your order in the shortest time possible. We do faced circumstances that caused the delay such as shipping delay, items that are out of stock and late order process. We do apologise should there be a delay and we will notify you if we faced a major delay.

What is the delivery charge? Free delivery within Malaysia for purchase amounting to RM200 and above. RM10 within Peninsular Malaysia, RM 20 for East Malaysia for purchase below RM200.

What if I wanted the product to be delivered oversea?We regret to inform that we deliver our goods within Malaysia only.

How long would I need to wait for my order to arrive?Minimum 3 working days in Pennisular Malaysia and minimum 5 working days in East Malaysia. Courier services provider includes Poslaju, Citylink, DHL Parcel will deliver from 9 am – 6 pm and Monday to Friday (Exclude public holiday).

What is the order processing timeline? i. Received Confirmed order will be packed and collected by the courier service on the next business day if your order is placed before 12pm. ii. Received Confirmed order place on Friday after 12pm will be packed and collected by the courier service on the following week working day.

How would I be able to track my delivery status?Once your order have been packed, an email will be sent to you to inform that your order has been dispatched. The consignment note as well as URL to track your order’s status will be included in the email.

How do I register for an account with THE FACE SHOP Malaysia e-store? Simply click "SIGN IN" on the top right corner of the page and you will be directed to the login page. Click on the register button under "For New Customers" and fill in your detail as required.

What happens if I forgot my password? Click 'FORGOT YOUR PASSWORD' link and you will be directed to a password retrieval page. Fill in the requested information for verification and your password will be sent to you.

How would I be able to update my information? There is a 'USER PROFILE PAGE' and you may edit any relevant information once you have login to your account.

I am a member of THE FACE SHOP Malaysia Loyalty Program. Would I be able to enjoy the member benefits when I shop at THE FACE SHOP Malaysia e-store? We do not have plans to do so yet, but if we do, we will officially inform you by email.

Online Purchase

What should I do if I wish to make online purchase? - Register for an account for yourself and login to your account every time you visit THE FACES SHOP Malaysia e-store. - Add to cart of your desired products with the intended quantity - Check out at the shopping cart if you wish to pay or click continue shopping if you wish to add more item in the cart - Fill up the shipping information and click “Add new address” - Choose the payment method - Apply promotion code if there is any - Order ID will be notified via email after successful payment

If I had selected the wrong item, can I undo my selection? If you have not checked out, click on the shopping cart icon on the top right hand corner and click on the REMOVE button.

However, if you have concluded your shopping cart and proceeded for payment, no changes can be made.

Can I cancel my order after I made the purchase? Once your order has been finalized and payment has been processed, no further changes can be made.

As such, THE FACE SHOP Malaysia would like to advice all our customers to carefully select your items before proceeding for payment.

How would I be able to get advice on my skin type and the products that are suitable for me? We have prepared a Self Skin Test Chart 'LINK:SKINCARE CHART' for you to check if you are not sure of your skin type.

Alternatively, you can always drop us an enquiry which is available under each product's page and our team will get back to you within 24 hours.

What if the product I want to order is out of stock? Simply Notify Me at the product/products that you wished to purchase but are currently out of stocks. Once the product/products is available you will be notified via email, THE FACE SHOP will not guarantee the availability of items until the payment is successful.

How do I know if my payment gone through? Once your payment has been successfully processed, you will be directed over to a notification page and you will receive an email from THE FACE SHOP Malaysia to confirm that the payment has been received.

Then, you will receive another email later stating that your order has been packed and dispatched, with the consignment note number and a URL to track your delivery status

Return & Exchange Policy

Product Exchange / Refund Policy

If you found out that the wrong item has been sent to you, please contact our customer service immediately. Please do not open the wrongly sent product and use it. Once opened, it will be considered sold.

Goods purchased are not returnable, refundable or exchangeable due to change of heart except for cases such as :

Voucher

1.Subscribe & Get RM5 e-voucher

Only applicable for new subscriber's first purchase with minimum spend of RM30 nett.

GeneralWhen you register, you are required to provide your information that is true, accurate, current, and complete in all respects. Should any of your information change, you may change it online or notify us through email. The account password should be in unique and keep secure. Any breach of security or unauthorized uses of your account, please notify us immediately.

To place an order with us, you must be over 18 years of age and possess a valid credit or debit card issued by bank acceptable to us.

OrdersAll orders are subject to acceptance and availability. The items in your online shopping cart are not reserved and may be purchased by other customers until it is checked out.

PaymentPayment can be made by Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, American Express, debit cards and any other methods which may be clearly stated on our site from time to time. You confirm that the credit card/debit card being used is yours or that you have specifically authorized by the owner to use it.

We will take reasonable care to make our site secure. All online banking transactions on this site are processed using ipay88, which is a secure online payment gateway that encrypts your details in a secure host environment.

In addition, we will take reasonable care, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any date you provide when accessing or ordering from our site.

VouchersVouchers provide to you are non-transferable. Furthermore, they cannot be used in conjunction with any other voucher code or offers and must be redeemed by the date published, if provided.

DeliveryKindly take note that we will process and send out all order within 24 hours after payment is received. Estimated delivery times provided are to be used as a guide only and commence from the date the order is sent out. We are not responsible for any delays caused by destination customs clearance processes.

Your access to, and use of the material contained in, THE FACE SHOP Malaysia website is conditional on your acceptance and compliance with the terms, conditions, notices and disclaimers contained in this document. By using THE FACE SHOP Malaysia website, you agree to be bound by these Terms and Conditions.

Amendments

THE FACE SHOP Malaysia reserves the right to amend the Terms and Conditions without notice at any time. Your use of our THE FACE SHOP Malaysia website following such changes constitutes your agreement to be bound by the new Terms and Conditions.

Registration

To register with THE FACE SHOP Malaysia Online Store website, you must ensure that the details provided by you on registration or at any time are correct and complete. You can alter your information by updating your personal details.

Information Collected & Use of Information

THE FACE SHOP Malaysia collects the detail provided by you on registration together with information we learn about you from your use of our service and your visit to THE FACE SHOP Malaysia Online Store page.

Therefore by using THE FACE SHOP Malaysia Online Store website, you expressly accept and give your unconditional consent that we may use any and/or disclose information about your demographics in any manner which does not reveal your identity for purpose of marketing, promotional, strategic development, research and customer care.

Intellectual Property

The content of THE FACE SHOP Malaysia Online Store website is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of THEFACESHOP Malaysia online Store website for your own personal, non-commercial use. You are not allowed to copy, distribute, reproduce or at any form distribute the content for commercial use without the consent from THE FACE SHOP Malaysia.

Prohibition

You are prohibited from: Disseminate any unlawful, threatening, harassing, abusive, threatening, harmful, obscene, vulgar or objectionable material; Gain unauthorised access to other computer systems; Transmit material that encourages conduct that constitutes a criminal offence, results in civil liability or otherwise breaches any relevant laws, regulations or code of practice; Breach any laws concerning the use of public telecommunications networks; Make, transmit or store electronic copies of materials protected by copyright without the permission of the owner. As such, you will indemnify us against all losses, liabilities, costs and expenses reasonably suffered or incurred by THE FACE SHOP Malaysia, all damages awarded against us under any judgment by a court of competent jurisdiction and all settlements sums paid by us as a result of any settlement agreed by us arising out or in connection with: any claim by any third party that the use of THE FACE SHOP Online Store website by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation or code of practice; any claim by any third party that the use of the THE FACE SHOP Online Store website by you infringes that third party's copyright or other intellectual property rights of whatever nature; and any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the THE FACE SHOP Online Store website by you.

Availability of THE FACE SHOP Online Store Website

With the team’s dedication of serving you the best we could, we would take all possible steps and care in the preparation of this site. However, we could not guarantee that this website service to be error free. If there is any fault occurs in the service, you can report it at e-sales@thefaceshop.net.my and we will attend to you soonest possible

THE FACE SHOP Malaysia Online Store Website’s liability

The THEFACESHOP Online Store Website is provided by THE FACE SHOP without any guarantees of any kind either express or implied, including without limitation, warranties of title or implied warranties of merchantability of fitness for a particular purpose. You must bear the risks associated with the use of the Internet.

THE FACE SHOP will ensure that information or material included on the THEFACESHOP Online Store Website is correct, reputable and of high quality. THE FACE SHOP will not be responsible for any errors or omissions or for the results obtained from the use of information or for any technical problems you may experience with the THE FACE SHOP Online Store Website. If THE FACE SHOP is informed of any inaccuracies in the information or material on the THE FACE SHOP Online Store Website, THE FACE SHOP will attempt to correct the inaccuracies as soon as it reasonably can.

In particular, THE FACE SHOP disclaim all liabilities in connection with the following: Incompatibility of the THE FACE SHOP Online Store Website with any of your equipment, software or telecommunications links; Technical problems including errors or interruptions of the THE FACE SHOP Online Store Website; Unsuitability, unreliability or inaccuracy of the THE FACE SHOP Online Store Website; Inadequacy of the THE FACE SHOP Online Store Website to meet your requirements.

To the full extent allowed by applicable law, you agree that we will not be liable to you/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to the THE FACE SHOP Online Store Website.

Product and Service Availability

The products and services list within THE FACE SHOP Online Store Website served as guide where it is subjected to be amended by THE FACE SHOP Malaysia without any notice. Products and services shown in THE FACE SHOP Online Store Website also does not mean that it is available in all countries, be it the same sales mechanic, or even the name or description of the products or services.

Product Terms and Conditions

These product Terms and Conditions is governed by and construed in accordance with the laws of Malaysia and any disputes will be decided only by the law of Malaysia in the Malaysian courts.THE FACE SHOP Online Store Website is owned and operated by Questeam Sdn Bhd, official and sole licensee of THE FACE SHOP Malaysia.

I. PRICEThe prices appears in THE FACE SHOP Online Store Website are guide prices for THEFACESHOP Malaysia. It did not reflect or by any means represent the selling price outside Malaysia.THE FACE SHOP Malaysia reserves the right to change the product pricing anytime without prior notice.

II. AvailabilityThe availability of the products in THE FACE SHOP Online Store Website does not represent the availability of the products in THE FACE SHOP physical stores, vice versa.

In order to ensure the products are available for all customers, THE FACE SHOP Malaysia reserve the right to set maximum limits in advance for the purchase of individual items by a single customer.

Shall there be a scenario where goods are not available due to factors beyond the control of THE FACE SHOP Malaysia, THE FACE SHOP Malaysia shall make effort to substitute item which is closest on price and type to the original ordered item. Customer anyhow are entitled to refuse to accept the substituted goods. The rejected goods should then be sent back by the customers to the nearest THE FACE SHOP outlet for the refund.

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